Hi team,
Has anyone encountered an issue where the “Draft with AI” button is missing in the Case → Write Email action? I’ve already assigned the Email Response User
permission to my user, but the button still isn’t appearing. Any insights would be appreciated.
Thanks and Best Regards,
Max
#Agentforce
The Email Response User permission is required, but it does not turn the button on by itself. Draft with AI shows inside the email composer only after Service Replies for Email is enabled and the user can ground a draft in Knowledge. 1. In Setup, open Einstein Setup and confirm Einstein is turned on. 2. In Setup, open Service Replies. Turn on Service Replies and enable the Email channel. Assigning the permission set does not enable the feature. 3. Confirm Knowledge is enabled and this user can read articles. Service email drafts are grounded in Knowledge, and the button stays hidden when that access is missing. 4. On the case, use the standard Email action and look in the composer toolbar. The button is not on the case page itself. A custom email quick action or the legacy composer will not show it. 5. Confirm the user has the Einstein generative AI permission set license in addition to Email Response User, then refresh Lightning. If those are already in place, reply with whether Knowledge is enabled and whether you are using the standard Email action or a custom one.
